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Frequently asked questions (FAQs) about Hosted Email Security

    • Updated:
    • 30 Dec 2019
    • Product/Version:
    • Hosted Email Security 2.0
    • Hosted Email Security 3.0
    • Platform:
    • Not Applicable N/A

This article provides answers to common questions asked about HES and details different scenarios and facts about the product.


HES can only deliver mails for a managed domain to an IP address or an FQDN. If the receiving mail server becomes unavailable, HES will store the emails and will keep on retrying to send them for ten (10) days before bouncing them back to the sender.

Default rules cannot be modified when the status of the domain from HES is on “adding” status.

To be able to modify HES rules:

  1. Subscribe to HES full version.
  2. Redirect your MX record to HES. The topic Why do registered users need to redirect their MX records to HES? found in this article explains the process of how to redirect your MX records.

Registered HES users should redirect their MX records to HES to ensure that mails are intercepted and scanned by the service. The MX record determines the message routing for all emails sent to your domain. To route messages destined for your domain through the HES servers, you need to redirect your MX record, which is part of your DNS record.

The actual redirection of the MX record involves changing the IP address for all inbound SMTP traffic. This is typically accomplished manually (for self-managed smaller accounts), or through a support technician. If you are unsure how to configure the MX records for your domain, contact your Internet Service Provider's (ISP) helpdesk or your Domain Name Service (DNS) technician for assistance.

Below are the MX records for HES:

For HES 2.0 version:

  • EMEA:
  • Non-EMEA:

In order to use HES outbound scan to filter outbound mails, you need to have a static IP address.

If you have a static IP address and you still get the error above, contact Trend Micro Technical Support.

The error happens because of an incorrect format of the entries in the CSV file.

To resolve the issue, modify the User Directory (CSV) list manually. Enter the email address of the user in column A and the full name in column B.

Email validation format is implemented in Directory Management. The following are the only supported email address formats:

  • For local part only support: a-z, A-Z, 0-9, !#$%&'+-/=?^_`{|}~.
  • For domain part only support: a-z, A-Z, 0-9, “.”,”-”,”*”
Do not just separate the email address from the first-\surname with a colon (:) or semicolon (;) under column A.

The error happens because the domain name of the recipient may be invalid or could not be resolved by HES DNS servers.

Make sure the recipient's domain has a valid A and MX record. To check if the recipient's domain has a valid A and MX record, you may run nslookup or use a third-party tool such as MX Toolbox.

For inbound mails, any port can be used in HES. Just be sure to specify the port number on Domain Management.

For customers using HES outbound-filtering, the only allowed port is Port 25.

The global limit for the number of HES accounts is 100 and this includes the main login account. For sub-accounts, it will only allow 99 accounts.

Make sure to register first at Make sure to register first at HES End-user Quarantine portal.


After getting a confirmation email indicating a successful registration, you should be able to log on to the EUQ Console.

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